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      15. What baselines are required to be defined and managed?

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      16. Are required metrics defined, what are they?

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      17. Has everyone on the team, including the team leaders, been properly trained?

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      18. Is the Voice analysis scope complete and appropriately sized?

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      19. What specifically is the problem? Where does it occur? When does it occur? What is its extent?

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      20. Has anyone else (internal or external to the group) attempted to solve this problem or a similar one before? If so, what knowledge can be leveraged from these previous efforts?

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      21. What is the scope of the Voice analysis effort?

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      22. What is the context?

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      23. What critical content must be communicated – who, what, when, where, and how?

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      24. How often are the team meetings?

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      25. What is in the scope and what is not in scope?

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      26. Is the current ‘as is’ process being followed? If not, what are the discrepancies?

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      27. Is special Voice analysis user knowledge required?

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      28. What sort of initial information to gather?

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      29. Have specific policy objectives been defined?

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      30. When are meeting minutes sent out? Who is on the distribution list?

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      31. Have all of the relationships been defined properly?

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      32. How do you manage unclear Voice analysis requirements?

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      33. How do you manage scope?

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      34. How is the team tracking and documenting its work?

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      35. Are audit criteria, scope, frequency and methods defined?

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      36. What knowledge or experience is required?

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      37. How do you manage changes in Voice analysis requirements?

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      38. Will a Voice analysis production readiness review be required?

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      39. Is there a Voice analysis management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?

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      40. How did the Voice analysis manager receive input to the development of a Voice analysis improvement plan and the estimated completion dates/times of each activity?

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      41. Has a project plan, Gantt chart, or similar been developed/completed?

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      42. Are there any constraints known that bear on the ability to perform Voice analysis work? How is the team addressing them?

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      43. How does the Voice analysis manager ensure against scope creep?

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      44. Are the Voice analysis requirements complete?

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      45. Have all basic functions of Voice analysis been defined?

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      46. Does the scope remain the same?

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      47. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?

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      48. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?

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      49. What intelligence can you gather?

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      50. What is the worst case scenario?

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      51. Are resources adequate for the scope?

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      52. When is the estimated completion date?

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      53. How would you define the culture at your organization, how susceptible is it to Voice analysis changes?

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      54. What are the Voice analysis use cases?

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      55. What scope do you want your strategy to cover?

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      56. What defines best in class?

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      57. What are the compelling stakeholder reasons for embarking on Voice analysis?

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      58. Who is gathering information?

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      59. What customer feedback methods were used to solicit their input?

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      60. Do you have a Voice analysis success story or case study ready to tell and share?

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      61. Are all requirements met?

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      62. What is the definition of success?

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      63. Who approved the Voice analysis scope?

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      64. What is in scope?

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      65. What are the rough order estimates on cost savings/opportunities that Voice analysis brings?

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      66. What are the record-keeping requirements of Voice analysis activities?

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      67. Has a Voice analysis requirement not been met?

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      68. How do you gather requirements?

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      69. What are (control) requirements for Voice analysis Information?

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      70. Is Voice analysis linked to key stakeholder goals and objectives?

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      71. Who defines (or who defined) the rules and roles?

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